Challenges / Benefits

of

Business Service

Management

OMNINET

Facts and Figures:

German based Software Company

>15 years OMNITRACKER

>400 man-years development included

>50.000 concurrent clients installed

Business Service Management (BSM)

Business Service Management

Financial

ProjectITSM

Sales

Business Service Management =

Customer-centric & business focussed

approach to (IT)SM.

Create a business out of your Internal or

External Service Management.

External= Service Provider

Internal= Profit Center

Convert from a Cost Center into a Profit

Center.

This presentation focusses on Business Service

Management covering 4 application areas.

Business Service Management Processes

Project ITSMSales Financial

Typical challenges / issues:

Lack of cross-Business orientation (silos);

Difficulties in process transition (sales project operations);

Clear ‘roles & responsibilities’ (delegation of duties) and approvals;

Efficient resource-, capacity planning and Time Registration;

Good overviews (for management).

Financial

Typical Sales Processes

LeadSales

ProjectOffer Contract

Typical Challenges:

Getting a grip on your complete Sales processes (workflow);

Keeping good overview over Pipeline;

Keeping track of all Sales input/feedback for the whole organization;

Time Registration of Sales and Pre-Sales effort;

Keeping track of the latest offer to the customer;

Easily transforming the latest offer into a contract / project.

Project

ITSM

Sales

Typical Project Management Processes

Project

Portfolio

Management

Work

Breakdown

Structure

Project

closure &

lessons

learned

Project

Management

Budgeting

Controlling (incl. resource- & capacity planning)

Project

ITSM

Sales

Material Order

Stock

Management

Financial

Typical Project Management Processes

Project

ITSM

Sales

Typical Challenges:

Monitor project portfolio;

Link Project to customer contract (link with what has been sold);

Keeping Project within Budget and scope;

Manage Resource allocation (often shares resources);

Clear view of what Activities (tasks) are outstanding for everybody;

Transfer to IT Operations after project.

Financial

Resource + Capacity Planning

Activity Management + Time Registration

Typical IT Service Management Processes

Service

Request

Management

Incident

Management

Change

Management

Service

Catalogue

Problem

Management

Release

Management

Customer

Satisfaction

Survey Mngt

Availability- &

Capacity

Management

Service Asset and Configuration Management

Project

ITSM

Sales

Event

Management

Financial

Service Level Management

OLA / SLA / UC

Typical IT Service Management Processes

Project

ITSM

Sales

Typical Challenges:

Best Practice Service Management according to ITIL Processes;

Simplify ITIL in a pragmatic way;

For the engineer: clear separation between ITIL Processes and Activities;

Resource -, capacity planning and follow-up;

Time registration is too time consuming and/or too much admin.

Financial

Typical ITSM Financial Management Processes

Charging

/

Billing

/

Credit Pack

Accounting

Material Consumed

Time Entries

Price Per Ticket

Price Per Contract

Price Per Asset

Project

ITSM

Sales

Financial

Project

ITSM

Sales

Export to ERP

Typical ITSM Financial Management Processes

Project

ITSM

Sales

Typical Challenges:

High administration;

Cost elements are forgotten to be cross charged / invoiced;

Lack of synchronization between IT Operations and Billing;

Service manager often need to work both in ITSM and ERP Tool;

Not being able to cross charge each element because it is not available in ERP;

Billable vs non-Billable.

Financial

How can

OMNITRACKER

help you?

OMNITRACKER : Business Service Management

Project ITSMSales Financial

OMNITRACKER Platform (Core)

OMNITRACKER Application

OMNITRACKER : Business Service Management

Project

ITSM

Sales OMNITRACKER Sales Management Application

OMNITRACKER Project Management Application

OMNITRACKER IT Service Management Application

OMNITRACKER ITSM Financial Management ApplicationFinancial

OMNITRACKER : Sales Management Application

Project

ITSM

Sales

Financial

OMNITRACKER : Sales Management Application

FinMits

Project

ITSM

Sales Benefits of the Sales Management Center Application:

Streamline your sales process from lead to order;

Workflow management built-in for each process;

Get a good overview and control of your sales pipeline;

Funneling & reporting & KPI dashboards;

OMNITRACKER : Project Management Application

Project

ITSM

Sales

Financial

Project

Project

Phase

Activity

Time Entry

Travel

Expense

Time

Account

Employee

Master Data

Contract

Budget Control

Planning

Time Registration

Project Management Center 1. Contract / Project layer

• scope definition

• approval process

2. Project-Phase layer

• project structure- and budget planning

• to monitor and to control the project execution

3. Activity layer

• to structure and to define work packages

• to assign resources and

• to do time scheduling

4. Time Entry and Travel Expense layer

• for recording those efforts to process the activities

as well as to record travel expenses

OMNITRACKER : Project Management Application

Project

ITSM

Sales Benefits of the Project Management Center Application:

IT Resources can work on operations (ITSM) and Projects (PMC);

1 centralized resource planning;

1 centralized Time registration (for ITSM, PMC, Pre-sales ...);

Get a clear overview of your running projects;

Enhanced Monitoring of Project Budget and Milestones;

Automatic notifications/escalations to project manager.

Financial

OMNITRACKER : IT Service Management Application

Project

ITSM

Sales

Financial

Service DeskIncident

Management

Request Fulfillment

Event Management

Problem Management

Change Management

Release & Deployment Mgmt.

3rd Party

System

Monitoring

3rd Party

Client / Asset

Management

Self Service

Portal

Phone

Email

Web

Mobile

Social Media

Interfaces

Knowledge Management

Service Catalogue Management

Service Level Management (incl. Contract mngt, SLA & U.C.)

Service Asset & Configuration Management (CMDB)Identity & Access Management (IAM)

Capacity Management Availability ManagementLicense Administration

OMNITRACKER : IT Service Management Application

Project

ITSM

Sales Benefits of the ITSM Management Center Application:

Integrated mature pragmatic ITIL Processes;

Based upon market best-practices;

Configurable Approval flows;

Activity and work order based;

Time Registration;

Reporting to evaluate and improving the processes;

3x user interfaces: Windows-, Web- and Mobile Clients;

Flexible integration to 3th party supporting tools.Financial

Financial Management

OMNITRACKER : Financial Management Application

Project

ITSM

Sales

Financial

ITSM

INPUT CONFIG OUTPUT

Invoicing

ERP

Credit

Pack

Project Management

(Pre) Sales

management

Budget

Budget

Deliverables

Budget

…

Material

Activities

Time

…

Activities Time Contracts Assets …

OMNITRACKER : Financial Management Application

Project

ITSM

Sales Benefits of the Finance Management Center Application:

Focus is Finance Management for Service Providers & Profit Centers;

General flexible Finance Management Model;

Finance configuration via data population (not specific customisation);

Fully automated follow-up of cost elements, generation of billing lines:

Nothing can be forgotten;

Low overhead, once finance configuration is set up;

Integration with ERP tooling.

Financial

Summary of the Presentation

Each Application has its own predefined processes, based upon best-practices, preloaded

(don’t re-invent the wheel);

We want to cover the complete technology department, not pure ITSM.

From strategy to operations.

What‘s in it for you?

What’s in it for you?

ONE platform, avoid data duplication;

Enable Cross Business processes;

Have a good grip on your business processes from start to end;

Efficient resource- & capacity planning;

All applications “Out-of-the-Box” integrated with each other.

Project ITSMSales Financial

Thank you for your attention!

Questions ?

DEMO: booth B155